IT Engineering Services Manager

IT DEPARTMENT ENGINEERING SERVICES TEAM LEADER

Manages, supervises, and coordinates the daily operations of the IT Department's Engineering Services Team to ensure service level goals are met and high-quality support is delivered. Oversees the implementation, operation, and maintenance of enterprise network services and infrastructure, servers and their operating systems, corporate telecommunications, surveillance and other low-voltage systems, and organizational backup and recovery solutions. Responsible for defining and executing the long-term vision, strategy, and roadmap for the tribe's IT infrastructure to ensure scalability, reliability, and alignment with organizational goals. This position is a key member of the IT Department management team, contributing to planning, coordination, and operational effectiveness across IT services.

MAJOR TASKS AND RESPONSIBILITIES

Ensures customer satisfaction is top priority at all times and in all communications and interactions with all personnel.

Works cooperatively with all entities of the Tribe in the administration of assigned duties.

Participates as a member of the IT Department Management / Supervisory Team; in this capacity attends department management meetings, collaborates and makes recommendations, and assists with budget processes.

Manages the administration of domain services and protocols including DNS, DHCP, FTP, HTTP, domain policies, user and computer groups, and group policies.

Analyzes and recommends appropriate technology, and sets configuration standards for network, servers and server operating systems, databases, telecommunication systems, and audio / video systems, and thoroughly documents same.

Manages all facets of server, SAN, network infrastructure, surveillance, database administration, and telephony delivery throughout the organization including lifecycle management, maintenance, repair, security, and customer support.

Schedules and supervises the deployment of servers, databases, network components, telecommunication systems and components, and audio / video components, including their associated hardware, software, and cabling.

Proactively monitors servers, databases, network components, telecommunication systems, security and surveillance systems, and audio / video systems to ensure peak working order.

Monitors and evaluates performance statistics of various enterprise systems to determine the necessity of expanding, enhancing, or replacing these systems.

Confers with staff, computer users, supervisors, and managers to determine requirements for new or modified systems.

Ensures a high level of data availability and integrity through the effective use of backups, redundancy and virtualization, firewalls, network components and protocols, and intrusion detection technologies.

Directs emergency repairs, routine maintenance, and upgrades to system components and software to ensure they remain current, secure, and highly available.

Functions as 3rd tier escalation point for troubleshooting network, server, database, telecommunications, security, surveillance, and audio / video issues.

Implements change control processes on all server, database, network, telecommunication, and audio / video technologies to insure high availability with minimal system downtime.

Ensures all operating system and database software installed on MIT servers is licensed, registered with the appropriate vendor or manufacturer, and that license and warranties records are on file.

Prepares and maintains technical records and documentation in conformance with IT Department standards.

Keeps abreast of the latest technologies and actively seeks ways to leverage these technologies for the benefit of the MIT.

Assigns tasks to IT Engineering Services Team Members as appropriate and follows up to ensure task accomplishment and customer satisfaction.

Promotes exemplary customer service standards within the IT Engineering Services Team and trains team members to meet these standards.

Monitors and evaluates IT Engineering Services Team Member performance and completes written performance appraisals.

Periodically counsels subordinates on their performance and works with them to set career goals for growth and remediation of performance deficiencies. When necessary, under the guidance of the Chief Information Officer follows established MIT disciplinary processes to remediate recurring or egregious problems.

Demonstrates enthusiasm, courtesy, responsiveness, and professionalism.

Proactively and enthusiastically builds relationships inside and outside of the IT Department to promote operational efficiency and courteous interactions.

Supports and promotes the goals, initiatives, values, and standards of the Muckleshoot Indian Tribe and the IT Department.

Because of the Tribe's commitment to community service and the wellbeing of its members, each employee may be expected to perform a wide range of office and field duties from time to time. Such duties may or may not be related to their regular responsibilities.

EDUCATION - EXPERIENCE AND TRAINING FOR POSITION

Required :

• Bachelor's degree in computer science or information technology from an accredited college or university (additional experience may be substituted in lieu of the degree requirement at the ratio of 2 years of experience for each year of education).
• Cisco Certified Network Associate (CCNA) required.
• Information Technology Infrastructure Library (ITIL) Foundation certification or able to obtain it within 6 months of hire.
• Minimum 5 years of experience working as an Information Technology Network Engineer for a medium to large corporation or government agency, including experience leading technical initiatives or projects.
• Minimum 3 years of demonstrated leadership experience supervising, mentoring, and directing IT staff, including setting technical direction, establishing priorities, and supporting professional development.

Preferred : Cisco Certified Network Professional (CCNP). ITIL Practitioner certification.

SPECIFIC SKILLS / KNOWLEDGE / ABILITIES REQUIRED FOR POSITION

Skilled in : Supervisory practices and techniques; communication, both verbal and written; presenting ideas; conflict management; maintaining and establishing collaborative working relationships; analytics and organization; multi-tasking; using standard IT test equipment and hand tools; writing procedural and technical documents; problem-solving, investigating alternatives, and finding solutions.

Knowledge of : Network design, engineering, and operation; server hardware and software; databases; SAN's; backup systems; virtualization; A / V systems; security and surveillance systems; client server application models and how to maintain and troubleshoot issues associated with these systems; basic IT project management principles; customer service and delivery.

Ability to : Motivate staff and participate in team building and development of staff; manage and prioritize multiple work priorities under time sensitive deadlines; maintain confidentiality; comply with applicable laws, ordinances, policies, and regulations; supervise and monitor work of staff; maintain professionalism; work independently and collaboratively; establish and maintain effective working relationships.

PHYSICAL REQUIREMENTS

The working conditions described herein are representative of those that must be met by an employee to successfully perform the essential duties of this class.

While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to walk, crawl, kneel, crouch, twist, push / pull and grasp; use hands to operate, finger repetitively, handle, or feel objects, tools, or controls; and reach with hands and arms. The employee must frequently lift and / or carry up to 50 pounds. Employee has occasional exposure to possible electrical shock. Specific vision abilities required by this job include close vision and the ability to adjust focus. The noise level in the work environment is usually moderate.

Licenses or Certifications Required

A valid Washington State driver's license is required at the time of appointment or at a time set by the Tribe.